Workforce Planning for contact centres, and especially scheduling is all about trade-offs. Every contact centre wants to reduce its bottom line, increase its productivity and…
Here is link to 50 WFM Tips Part B. 50 Expert Tips to Improve Contact Centre WFM Doug Casterton, a Senior Workforce Management (WFM) Manager,…
Here is link to 50 WFM Tips Part A. 50 MORE Expert Tips to Improve Contact Centre WFM After Doug Casterton, a senior workforce management…
Designing scheduling strategy is not a simple matter, there are many considerations to take into account and it’s often worth taking the time up front…
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